Google is officially building AI technology to replace some of the work in call centers, the company announced at its Cloud Next conference today, confirming earlier reports. From a report: The software is called Contact Center AI, and Google is working with at least a dozen partners, such as Cisco and Vonage, to install “virtual agents” that will be the first to pick up the phone when a customer is routed to a call center. When the customer asks something that the AI can’t do, it will automatically forward the call to a human, according to a blog post by Google Cloud chief scientist Fei-Fei Li. Li writes that new AI shares some underlying technology as Google Duplex, the AI service showed off earlier this year that emulates a human voice to call restaurants and make reservations. This means that with Contact Center AI, it’s unlikely a customer would know they’re talking to a robot unless it was disclosed at the beginning of the call.
of this story at Slashdot.
Source:: Slashdot